When the conversation about the use of social technologies in business begins, some executives understandably recoil. However, those initial reactions may cause them to overlook the positive influences social business process management systems can have on efficiency and productivity.
Visions of employees constantly logging onto Facebook and Twitter can be difficult to dismiss. But that's not the right example - it is a distortion of how social BPM operates.
Most work processes are constantly completed with concerted teamwork. The goal of a fully integrated social BPM strategy is to identify the ways that team members need to share information and work to make those interactions more effective.
Social BPM, in all its forms, works to harness the power of collaboration and encourage people to work together more efficiently.
The difference is that instead of phone calls, emails or in-person meetings, employees now use short online chats, shared files or other messages as the mediums. The purposes and meanings remain consistent.
However, it is also necessary to manage intuitive platforms to carry those messages. A system that suffers from usability issues may fail to catch on with employees, which may lead them to simply ignore it.
A well-integrated social BPM strategy can encourage employee use, driving improved efficiency across the organization. In the end, that kind of effectiveness can result in improved customer service and a positive bottom-line impact.
